L3 Support Engineer for COTS Applications / 2

Braine-l'Alleud, Belgium Deadline: 22-06-2026 Posted: 09-06-2026 #16958
Duties & Responsibilities

COTS Application Support

  • Deploy, configure, and manage COTS applications hosted on Windows and Linux servers.

  • Integrate applications with enterprise Identity and Access Management (IAM) solutions.

  • Support the packaging, deployment, and maintenance of client applications on end-user devices.

  • Collect, analyze, and report operational metrics and Key Performance Indicators (KPIs).

Cloud Administration

  • Manage Microsoft Entra ID groups, roles, and access controls.

  • Configure and maintain cloud services and infrastructure within Microsoft Azure and AWS environments.

End-User Support

  • Provide Level 2 and Level 3 support in accordance with agreed Service Level Agreements (SLAs).

  • Investigate, troubleshoot, and resolve software and application-related incidents.

  • Deliver technical guidance and support to users and stakeholders.

  • Ensure timely resolution of issues while minimizing service disruption.

Incident & Service Management

  • Monitor and manage incidents through the helpdesk ticketing system.

  • Log, track, update, and resolve support tickets within established service targets.

  • Maintain accurate incident records and documentation.

Escalation Management

  • Escalate complex incidents to vendors or specialist teams when required.

  • Track escalated issues through to successful resolution and user satisfaction.

Knowledge Management & Documentation

  • Develop and maintain knowledge base articles, technical procedures, and troubleshooting guides.

  • Contribute to requirements analysis, change requests, and technical documentation.

  • Review requirements, system specifications, software designs, and related deliverables.

  • Share knowledge and best practices across support and engineering teams.

Technical & Security Support

  • Administer access to restricted systems and environments.

  • Ensure the security, availability, and performance of software and hardware assets.

  • Monitor applications, infrastructure, and services, identifying and reporting issues proactively.

  • Support security accreditation and approval activities for applications and CIS environments.

  • Ensure compliance with NATO and NCIA security policies and regulations.

  • Gather and document functional and non-functional requirements.

  • Participate in technical reviews, audits, and walkthroughs.

Stakeholder Management & Collaboration

  • Collaborate with Service Delivery Managers, Project Managers, Portfolio Managers, vendors, and technical teams.

  • Act as a point of contact for CIS Support Units and operational support personnel.

  • Deliver technical briefings, presentations, and status updates.

  • Communicate effectively with users and stakeholders to ensure service excellence.

Required Skills & Experience

Technical Requirements

  • Strong experience supporting enterprise COTS applications.

  • Expert knowledge of:

    • Windows Server

    • Linux Server Administration

    • Active Directory

    • Microsoft SQL Server (2019–2025)

    • IIS Web Applications

    • Enterprise Networking

    • Public Key Infrastructure (PKI)

  • Strong knowledge of Microsoft Azure and AWS cloud platforms.

  • Experience with identity and access management technologies including:

    • OAuth

    • OpenID Connect (OIDC)

    • SAML 2.0

  • Experience with at least four of the following technologies:

    • HTML5

    • REST APIs / Web Services

    • XML

    • HTTP

    • SQL

    • VBA

  • Experience with:

    • .NET / C#

    • Java

    • JavaScript

    • Windows and Linux scripting/automation

  • Experience with application servers and middleware including:

    • IIS

    • JBoss

    • Apache Tomcat

  • Experience with Atlassian tools:

    • Jira

    • Jira Service Management

    • Confluence

  • Experience deploying and managing client-server applications and application integrations.

  • Minimum 2 years of experience in software engineering disciplines such as:

    • Requirements management

    • Change and release management

    • Software design and development

    • Testing and quality assurance

    • Configuration management

    • Application Lifecycle Management (ALM)

Security & Compliance

  • Strong understanding of CIS security requirements and constraints.

  • Knowledge of NATO and NCIA security directives, standards, and best practices.

Communication & Interpersonal Skills

  • Excellent verbal and written communication skills in English.

  • French language skills are considered an advantage.

  • Ability to communicate technical concepts to non-technical audiences.

  • Experience working within multidisciplinary and cross-functional teams.

Customer Service & Organizational Skills

  • Strong customer-service mindset and commitment to user satisfaction.

  • Excellent troubleshooting and analytical skills.

  • Ability to manage multiple priorities and support tickets simultaneously.

  • Strong documentation and organizational capabilities.

  • Ability to work effectively under pressure and handle sensitive situations professionally.

Mandatory Requirements

  • Nationality of a NATO member nation.

  • Valid NATO Secret Security Clearance (or national equivalent).

  • Experience working in an international environment involving both civilian and military personnel.

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